publication . Article . 2015

The role of emotions and trust in service recovery in business-to-consumer electronic commerce

Chaparro-Peláez, Julián; Hernández-García, Ángel; Urueña-López, Alberto;
Open Access English
  • Published: 01 May 2015 Journal: issn: Journal of Theoretical and Applied Electronic Commerce Research, ISSN 0718-1876, 2015-05, Vol. 10, No. 2, Copyright policy
  • Publisher: E.T.S.I. Telecomunicación (UPM)
Abstract
This study proposes a service recovery model to describe how cumulative satisfaction, loyalty and word-of-mouth are affected by complaints. The model is based on the role of positive and negative emotions in satisfaction with service recovery processes, with trust acting as a mediator of the relationship between satisfaction with service recovery and cumulative satisfaction, and between positive and negative emotions, satisfaction with service recovery and loyalty. The sample for this study consists of 303 business-to-consumer e-commerce users who made a complaint after an electronic transaction. The results show that positive emotions are a key factor in satisf...
Subjects
free text keywords: Economía, Telecomunicaciones
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publication . Article . 2015

The role of emotions and trust in service recovery in business-to-consumer electronic commerce

Chaparro-Peláez, Julián; Hernández-García, Ángel; Urueña-López, Alberto;